Utilities Customer Service Account Specialist I - Customer Service Dept
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Customer Service Account Specialist I - Customer Service DepartmentUtilities* ~*Are you a Current Polk County BoCC employee? Apply on PolkOne via the ME tab in Polk One!*~*Polk County Utilities provides safe drinking water, wastewater collection and treatment systems to nearly 68,000 accountsin unincorporated communities throughout the county. In some service areas, this division also provides reclaimed water.Polk's Utilities program:Produces and distributes 18.9 million gallons of drinkable water each dayCollects and treats 8.6 million gallons of wastewater each dayProduces and distributes 7.4 million gallons a day of reuse water for irrigationResponded to nearly 23,000 Sunshine One Call requests in 2022 to identify locations of utility linesThe Utilities Division also works closely with agencies such as the water management districts, Florida Department of Environmental Protection and other municipalities in Polk to provide for future demand through planning and water conservation measures.Starting Pay Grade: PG 07 $16.37, Hourly, Non-ExemptPay Progression: PG 07 $16.37-$23.75, Hourly, Non-ExemptPhysical Location: Winter Haven, FLEmployee BenefitsDirect Deposit, Bi-Weekly Pay ChecksMedical, Dental, VisionLife InsuranceFlorida Retirement System Participation10 Paid HolidaysPaid Time OffTuition ReimbursementEducation IncentivesDeferred Compensation PlanWellness IncentivesEmployee Assistance Program (EAP)Free Employee GymFree Employee Health ClinicWe are a Certified Age-Friendly EmployerDrug-Free WorkplaceMust have the physical, developmental, and mental ability to perform job tasks, work efforts, responsibilities and duties of the job illustrated.MAJOR FUNCTIONSPerforms clerical and public contact work at any Utilities office location. Responds to inquiries regarding account information, water services, sewer reclaim water turn on/turn off, payments, rates, customer billed accounts, and new service locations. Reviews customer issues and complaints.ILLUSTRATIVE DUTIES* This position receives and reviews customer service request forms and work orders to verify information is sufficient to prepare new service and /or new accounts.* Responds to customer billing inquires, credit card payments, sets up new accounts, correspondence, change of addresses via the telephone, IVR, Internet, mail and walk in customers.* Responsible for handling inquires on new promotions, new rate increases, rebate problems and new services.* Responds to customer issues and complaints.* Responsible for handling cash drawer and balance daily the cash drawer to the billing system.* Verifies that all applicable fees are collected and properly processed on new services/new accounts.* Prepares customer service account record information/file via keying entry into the billing system.* This position should have the ability to learn the operating procedures of the customer service unit.* Responsible for completing, compiling, preparing and maintaining records in a billing system and record-keeping system.* Operates micro-computer equipment, cash drawers, telephone, card credit terminals, calculator, various printers and photo copiers and other devices utilized by the customer service unit.* Responsible to learn office methods and procedures following and adhering to prescribed route practices, written, and/or oral instructions.* Deals courteously and effectively with the public, officials, and other employees.* Types and utilizes word processing, spreadsheet and on-line software.* Knowledge of county based on geographical location.KNOWLEDGE, ABILITIES AND SKILLS* Ability to learn the operating procedures of customer account record keeping system utilized.* Ability to learn the specific operation of the micro-computer equipment and devices utilized.* Ability to learn office methods and procedures following and adhering to prescribed routines, practices, written and/or oral instructions.* Ability to deal courteously and effectively with public, officials and other employees.* Additional training in this position consists of customer service training seminars in dealing with irate customers, telephone manners, writing skills and teamwork.* Ability to operate and provide general care and maintenance of office machines and equipment.* Must be able to utilize all features on a 10 key calculator.* Must have the knowledge of the personal computer/CRT equipment and utilize on-line software application.MINIMUM QUALIFICATIONSGraduate of an accredited high school or possess an acceptable equivalency diploma and have a minimum of two (2) years clerical office experience which includes extensive public contact. A comparable amount of related training and experience may be substituted for the minimum qualifications.Must have a valid driver's license and be able to secure a valid Florida driver's license at the time of employment within this classification.SPECIAL REQUIREMENTSMust have certificates/credits in a spreadsheet and word processing application course (Windows applications such as Microsoft Excel/Word preferred).This position, when activated, is required to report for work when a declaration of emergency has been declared in Polk County.About Polk County, FLSeventeen municipalities, ranging from a tiny village to a metropolitan city, are located in Polk County, along with twenty-four unincorporated, populated areas.Incorporated Polk County: City of Auburndale, City of Bartow, City of Davenport, Town of Dundee, City of Eagle Lake, City of Fort Meade, City of Frostproof, City of Haines City, Village of Highland Park, Town of Hillcrest Heights, City of Lake Alfred, Town of Lake Hamilton, City of Lakeland, City of Lake Wales, City of Mulberry, City of Polk City, City of Winter HavenUnincorporated Polk County: Babson Park, Ghost Town of Brewster, Combee Settlement, Citrus Ridge, Crooked Lake Park, Crystal Lake, Cypress Gardens, Fussels Corner, Gibsonia, Highland City, Homeland, Inwood, Jan Phyl Village, Kathleen, Lakeland Highlands, Loughman, Medulla, Nalcrest, Pittsburg, Poinciana, Wahneta, Waverly, Willow Oak, Winston